The worldwide pandemic impacts every industry, but the hospitality field has experienced the hardest hit due to global restrictions that we all shared.
The latest reports suggest that the tourism industry might return to its pre-pandemic state in three or even more years. The recovery process is a long run, and it is important to think beforehand and predict possible scenarios.
Global crisis effect not only industries but also their customers. They change their behavior and have new demands to the facilities that should be taken into account to make visitors feel safe and comfortable by paying attention to more contactless interaction and general hygiene.
We will discuss the top 5 customers’ demands and ways how to respond to these inquiries. Modern tech tools and solutions and tools can be most helpful to the hospitality businesses, provide new ways of interaction with the visitors, enhance in-house processes, etc.
5 Modern Hospitality Consumer Demands Every Leader Should Know About
Customer’s expectations grow each year, and the demand for a personalized experience and special care will only be increasing.
As leisure and tourism businesses constantly strive to improve their services, they should always take into account customers’ demands and follow the latest trends in the industry.
Some of the trends are influenced by the visitors themselves, some are based on the latest technologies, and some are the result of global changes. Here are the top 5 trends leaders should follow in 2021.
Contactless check-ins and check-outs are possible with mobile apps and NFC (Near Field Communication). Some hotels have already implemented this technology and made it possible for the customers not to interact with the reception staff and go straight to their room once they arrive.
Contactless check-ins and outs save a lot of time for the guests. There is no need to wait in line or sit for hours in the hall of the hotel. This technology will increase the level of guest satisfaction.
Also, the app can provide useful information for the hotel staff and notify them when their visitors will arrive, so everything is ready on time.
There are also other types of contactless check-ins that use:
- facial recognition
- membership programs (Hilton Honors mobile application)
- passport information
The Whole New Level of Safety and Hygiene
Customers will pay more attention to the safety measures and hygiene of the place, as the worldwide pandemic is not over yet. So, these concepts should be a priority for hotels, restaurants, etc.
As the survey shows, visitors are expecting to have more intense room cleaning. Employees should wear protective equipment, and a hotel has to issue free protective equipment for the customers.
In addition to this, hotels should constantly inform their visitors about the rules of social distancing.
A chatbot is another useful tool that can help visitors solve issues or provide necessary information when staff is not available. Today software development companies use AI technologies, so chatbots can act like real company staff.
The smart hotel room is one more popular trend in the leisure and travel industry.
This type of hotel uses IoT (Internet of Things) devices and systems that allow their visitors to manage every device in their room from a single place (for instance, a mobile app).
VR (Virtual Reality) tours become more and more popular within the industry as they let the potential guests see how their stay will look like from home.
The visitors can check the place and its territory, pay attention to all the important details, and switch from planning-mode to active one. Executives have to make sure that the tours are available even without a VR headset.
How to Respond to Modern Demands? Three Ways Leaders Should Use
Recovering from lockdown can be challenging, but businesses can accelerate this process by paying attention to customers’ demands and technology incorporation.
The new norm will require three critical capabilities: flexibility, creativity, and resilience. So, how the leisure and tourism industry can respond to new demands?
- Sow your desire to listen to your customers, understand, respond, take into account their preferences and expectations. This can help you rebuild visitor trust.
- Make sure the physical environment is as clean and stress-free as possible. Prioritize employee well-being.
- Use available tech tools and solutions to minimize interaction between visitors and employees.
Reassess operations of your business and reconnect with customers.
Modern Technologies and Software Development for the Hospitality Industry
The recovery road is not that simple. The leisure and travel industry should be ready to respond to the latest trends, quickly incorporate new tech trends, and pay attention to customers’ demands. Tech devices and solutions will help executives to overcome this hurdle and retain customer loyalty.
If you want to keep up with the leaders in the field or take your business to the next level, think about custom software development for travel and hospitality. Intellectsoft is your reliable digital transformation partner to help you survive the competition.
Having an experienced and professional team working on your projects is essential. It allows you to make no or fewer mistakes when enhancing business operations and to overcome crises of any kind. Let’s talk!